Maximum file size and which types are allowed

A file arriving by email or through a web form can be up to 50 MB. Outgoing email is stricter, and these limits cannot be raised on any plan.

A file arriving by email or through a web form can be up to 50 MB. Outgoing email is stricter. These limits cannot be raised on any plan.

Which file types get through?

You choose. In Admin Center > Objects and rules > Tickets > Settings, under Downloads and attachments, there are three options: All file types, Only recommended file types, or Only use these file types with a list of your own.

The recommended list is:

har, json, 3g2, 3gp, 7z, aac, amr, avi, bmp, csv, doc, docx, eml, gif, heic, heif, ics, jfif, jpeg, jpg, key, log, m4a, m4v, mov, mp3, mp4, mp4a, mpeg, mpg, mpga, neon, numbers, odt, oga, ogg, ogv, opus, pages, pdf, png, pps, ppsx, ppt, pptx, qt, svg, tif, tiff, txt, vcf, wav, webm, webp, wmv, xls, xlsx, xml, yaml, yml, zip

Whatever you choose, every attachment is scanned and anything flagged as malicious is blocked.

What does the customer see when a file is refused?

Nothing, and that is the part worth planning for. An agent who uploads a blocked type gets an error on the spot. An end user does not: the ticket is created without the attachment, and only the agents see a warning in the conversation and in the ticket events explaining what was left out.

So a customer can send a screenshot, see their ticket appear, and assume you have it. Naming the limit on your request form prevents more confusion than it seems like it would, and for genuinely large files a link to a file sharing service is more reliable than pushing against two sets of limits.

See also

• Can I change the attachment size limit
• Allowing and limiting attachments
• Are incoming attachments scanned for viruses
• Managing data storage in your account